Hamilton Medical

Mitarbeiter arbeiten an einer automatisierten Fertigungsstraße zur Herstellung von medizinischen Geräten.

Success Stories / Hamilton Medical

International Customer Satisfaction Monitoring

A KPI system integrated across the entire customer journey incorporates the complex buying center and creates a comparable foundation for targeted improvement measures.

The Company

Specialist in Ventilation Solutions for Intensive Care

Hamilton Medical AG, headquartered in Bonaduz (CH), is an international manufacturer of ventilation solutions for intensive care medicine and part of the global Hamilton Group. The company’s ventilators are considered the global benchmark in intensive care units, specialized clinical areas, and emergency transports by land and air. More than 3,000 employees are active worldwide, generating a turnover of more than 500 million CHF.

Modernes Hamilton Firmengebäude aus Glas mit wehenden Flaggen der Schweiz und der USA.

The Challenge

Core Elements of the Assignment:

IMARK supports Hamilton Medical in the systematic monitoring of customer satisfaction throughout the entire customer journey.

Development of a KPI system for the structured measurement of customer satisfaction and its evolution over time. This structured system covers all aspects of the customer journey (from purchase to training, service & repair, etc.) and integrates all relevant decision-makers and product users (from intensive care physicians to nursing staff and hospital management).
Execution of satisfaction measurements in 4 direct markets: Switzerland, UK, USA, and France.
Collaborative derivation of targeted measures to improve customer satisfaction in close cooperation with relevant internal decision-makers.

The Cornerstones of Our Approach:

Development of the core system through qualitative interviews with Hamilton Medical employees and by involving the entire buying center in hospitals (medical, technical, and administrative functions).
Identification of key satisfaction drivers across the various phases of the customer journey.

Mapping of essential components in a structured online survey that determines overall satisfaction and brand perception, then assesses satisfaction and specific strengths and weaknesses in service delivery for each phase of the customer journey.

International execution of the online survey in all 4 direct markets (CH, USA, UK, F) starting in 2022, with a follow-up in 2025.

Methods

Methods and Techniques Utilized (among others):

Critical Incident Technique
Service Blueprinting
Net Promoter Score (NPS)
Brand Space – Spontaneous Associations

Results & Impact

Benefits for Hamilton Medical:

The results provide Hamilton Medical with a clear, internationally comparable basis for the targeted development of customer relationships and the prioritization of improvement measures. Key benefits include:

Continuous, recurring monitoring of customer satisfaction and key performance-related criteria over time

Benchmarking of results both internally (comparison by country or other subgroups such as customer types or user groups) and against competitors

Identification of particularly critical phases of the customer journey by linking them to specific customer experiences

Derivation of concrete measures for the further development of customer relationships and satisfaction with internal teams